Training Leader

Prepares new trainers to succeed in their jobs and ensures training classes run smoothly. Required to be available as needed per campaign/center and can be moved between campaigns/centers as needed.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

You enjoy the fast-paced nature of adapting on the fly to corporate changes. o Training Leaders have to change plans at a moments notice and still excel at assignments while keeping a “will-do” attitude. They should showcase this attitude so well, that others want to emulate it and strive to achieve the same flexibility.

You thrive in challenging others to be creative problem-solvers.

o Training is more than just knowledge transfer; it’s about equipping trainees to be self-

sufficient agents who will guide customers to solutions. An Training Leader should have

this skill mastered so well that they can teach their team of Trainers.

You desire a fun atmosphere that promotes interactive learning.

o Leading a successful training team is about inspiring trainers to engage and motivate

their classes in a way that allows learning to flourish.

You enjoy helping others succeed!

o Training Leaders want what is best for their employees and look for the best avenues

for them to grow and prosper in their careers.

There’s no I in Team.

o Training Leaders should consistently be on the lookout for ways to help not only their

trainers, but other leaders as well. This ensures Etech is successful as a whole while

embodying our goal for servant leadership.

Be a reason to stay.

o We believe that employees don’t leave their jobs; they leave their managers. As a

Training Leader, you should be on the lookout for potential attrition reasons on your

team and your campaigns, and be able to come up with ways to combat these issues.

Recap with style.

o Training Leaders are proficient at compiling information from their trainers and

summarizing it for clients, executives, and other leaders both within and outside the

company.

You can lead with humility.

o An Training Leader must be able to take charge and effectively pilot a class, but

should be able to admit mistakes and work well with different people and

personalities.

Coaching is second nature.

o Developing your trainers should be a passion that is shown everyday through the use of

the Coaching Tactics. Daily you promote this environment of coaching amongst your

team and work to cultivate it.

You aren’t afraid to ask the tough questions.

o It is up to the Trainer to ensure their class is grasping the material and close any

knowledge gaps as discovered. This is done through questioning techniques, hands-on

activities, and classroom discussions.

You can see it, write it, teach it.

o Training Leaders should have the keen ability to see when there are gaps in training,

write curriculum to address, and implement ongoing training to help the agents.

You let the student become the master.

o A strong leader trusts that their team is capable of being the experts and equips them

to master their campaigns.

You bring solutions, not problems.

o An Training Leader is consistently willing to offer and implement creative solutions.

Instead of focusing on the problem, they work to fix it!

You lead by example.

o Leaders at Etech should base all decisions and behaviors on the character

commitments even when it isn’t easy to do. Training Leaders take this to the next

level by teaching their team tips on how to epitomize these traits.

You take pride in your bench.

o Training Leader sees the value in developing future leaders and realizes their

leadership can leave a legacy. Because of this, Training Leaders work hard to teach

their team the art of being a trainer and a leader.

You compete with the mirror.

o Training Leaders understand that the person they need to beat is themselves. Whether

it be in their leadership capabilities, communication skills, or overall management of

Sales campaign products, features and benefits; Computer programs including Excel, Word, Power Point, Outlook; Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.

Ability to:

Train, supervise and evaluate class performance; evaluate trainee understanding and re-teach as necessary; Multi-task; Provide constructive feedback for the development of trainees and personnel; Establish and maintain effective relationship with peers across departments.

EDUCATION and/or EXPERIENCE:

Bachelor's degree from four-year College or University; or related experience and/or training; or equivalent combination of education and experience. Completion of Remarkable Coaching Certification.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret common business documents such as a project charter, financial reports (Agent payroll reports), and other applicable documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or government issued photo ID.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk, hear and respond. The employee frequently is required to stand; walk; sit; use their hands to handle or control electronic devices; and reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Training Leader

SUMMARY:

Prepares new trainers to succeed in their jobs and ensures training classes run smoothly. Required to be available as needed per campaign/center and can be moved between campaigns/centers as needed.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

You enjoy the fast-paced nature of adapting on the fly to corporate changes. o Training Leaders have to change plans at a moments notice and still excel at assignments while keeping a “will-do” attitude. They should showcase this attitude so well, that others want to emulate it and strive to achieve the same flexibility.

You thrive in challenging others to be creative problem-solvers.

o Training is more than just knowledge transfer; it’s about equipping trainees to be self-

sufficient agents who will guide customers to solutions. An Training Leader should have

this skill mastered so well that they can teach their team of Trainers.

You desire a fun atmosphere that promotes interactive learning.

o Leading a successful training team is about inspiring trainers to engage and motivate

their classes in a way that allows learning to flourish.

You enjoy helping others succeed!

o Training Leaders want what is best for their employees and look for the best avenues

for them to grow and prosper in their careers.

There’s no I in Team.

o Training Leaders should consistently be on the lookout for ways to help not only their

trainers, but other leaders as well. This ensures Etech is successful as a whole while

embodying our goal for servant leadership.

Be a reason to stay.

o We believe that employees don’t leave their jobs; they leave their managers. As a

Training Leader, you should be on the lookout for potential attrition reasons on your

team and your campaigns, and be able to come up with ways to combat these issues.

Recap with style.

o Training Leaders are proficient at compiling information from their trainers and

summarizing it for clients, executives, and other leaders both within and outside the

company.

You can lead with humility.

o An Training Leader must be able to take charge and effectively pilot a class, but

should be able to admit mistakes and work well with different people and

personalities.

Coaching is second nature.

o Developing your trainers should be a passion that is shown everyday through the use of

the Coaching Tactics. Daily you promote this environment of coaching amongst your

team and work to cultivate it.

You aren’t afraid to ask the tough questions.

o It is up to the Trainer to ensure their class is grasping the material and close any

knowledge gaps as discovered. This is done through questioning techniques, hands-on

activities, and classroom discussions.

You can see it, write it, teach it.

o Training Leaders should have the keen ability to see when there are gaps in training,

write curriculum to address, and implement ongoing training to help the agents.

You let the student become the master.

o A strong leader trusts that their team is capable of being the experts and equips them

to master their campaigns.

You bring solutions, not problems.

o An Training Leader is consistently willing to offer and implement creative solutions.

Instead of focusing on the problem, they work to fix it!

You lead by example.

o Leaders at Etech should base all decisions and behaviors on the character

commitments even when it isn’t easy to do. Training Leaders take this to the next

level by teaching their team tips on how to epitomize these traits.

You take pride in your bench.

o Training Leader sees the value in developing future leaders and realizes their

leadership can leave a legacy. Because of this, Training Leaders work hard to teach

their team the art of being a trainer and a leader.

You compete with the mirror.

o Training Leaders understand that the person they need to beat is themselves. Whether

it be in their leadership capabilities, communication skills, or overall management of

Sales campaign products, features and benefits; Computer programs including Excel, Word, Power Point, Outlook; Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.

Ability to:

Train, supervise and evaluate class performance; evaluate trainee understanding and re-teach as necessary; Multi-task; Provide constructive feedback for the development of trainees and personnel; Establish and maintain effective relationship with peers across departments.

EDUCATION and/or EXPERIENCE:

Bachelor's degree from four-year College or University; or related experience and/or training; or equivalent combination of education and experience. Completion of Remarkable Coaching Certification.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret common business documents such as a project charter, financial reports (Agent payroll reports), and other applicable documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or government issued photo ID.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk, hear and respond. The employee frequently is required to stand; walk; sit; use their hands to handle or control electronic devices; and reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Inside Sales Representative

Etech is searching for a highly motivated, high energy sales and service professional. This goal-oriented individual assists prospects and make sales for internet, phone, and TV. This position requires dynamic, customer focused, sales and service professionals that possess excellent verbal and written communication, interpersonal skills demonstrated by passion for providing outstanding customer service, effective sales closing skills, creative thinking, and the ability to enthusiastically communicate with prospects on every outbound and inbound call consistently.

Respond rapidly and accurately to on-line requests for information from clients

Achieving defined productivity goals

Responsible to meet all company policies and procedures

Job Requirements

Dynamic sales and telephone skills (Preferred but not required)

Strong customer service and listening skills

Demonstrated strengths in verbal and written communication skills including appropriate grammar and punctuation

Ability to communicate empathy and confidence in both in-bound and out-bound contact center environments

Type 25 WPM and have Proficient Computer knowledge

High School Diploma or GED

Cyber Security Auditor

Analyze overall enterprise security audit readiness and provide recommendations on how effectiveness could be improved to mitigate conditions that could impair future audit preparedness and audit readiness support. Review and evaluate audit findings, make recommendations for audit readiness, contribute to security presentations, and participate in debriefs to represent cyber security interests. Work as a Cybersecurity subject matter expert (SME) and Cybersecurity team member assisting with security awareness training curriculum, form gathering and other security documentation, as required by Etech Cyber security, conducts security audits of information systems against documented organization security standards as well as ISO 27001, PCI-DSS, HIPPA, and Privacy Shield. Review security controls, tests system technical security configuration settings, reviews system scan results for compliance with documented policy and industry standards, and assists with developing and reviewing compliance reports that clearly identify security findings and proposed remediation strategies, as necessary.

Responsibilities

· Analyze overall enterprise audit readiness and provide recommendations on how effectiveness could be improved to mitigate conditions that could impair future audit preparedness and audit readiness support

· Effectively communicate audit procedures and expectations to team members and stakeholders in a timely and clear fashion.

· Liaise with technical security stakeholders on an ongoing basis.

· Set and continually manage technical project expectations with team members and other stakeholders.

· Experience at working both independently and in a team-oriented, collaborative environment is essential.

· Can conform to shifting priorities, demands and timelines through analytical and problem solving capabilities.

· Reacts to project adjustments and alterations promptly and efficiently.

· Flexible during times of change.

· Ability to read communication styles of team members and contractors who come from a broad spectrum of disciplines.

· Persuasive, encouraging, and motivating.

· Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments.

· Possession of excellent analytical skills

· Strong written and oral communication skills.

· Strong interpersonal skills.

· Adept at conducting research into project-related issues and products.

· Must be able to learn, understand, and apply new technologies.

· Customer service skills a must.

· Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.

Work Conditions

· Sitting for extended periods of time.

· Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.

· Physically able to participate in training sessions, presentations, and meetings.

· Travel may be required for performing site audits, meeting with clients, stakeholders, or offsite personnel/management.

· Must be able to pass background check.

Cyber Security Auditor

Analyze overall enterprise security audit readiness and provide recommendations on how effectiveness could be improved to mitigate conditions that could impair future audit preparedness and audit readiness support. Review and evaluate audit findings, make recommendations for audit readiness, contribute to security presentations, and participate in debriefs to represent cyber security interests. Work as a Cybersecurity subject matter expert (SME) and Cybersecurity team member assisting with security awareness training curriculum, form gathering and other security documentation, as required by Etech Cyber security, conducts security audits of information systems against documented organization security standards as well as ISO 27001, PCI-DSS, HIPPA, and Privacy Shield. Review security controls, tests system technical security configuration settings, reviews system scan results for compliance with documented policy and industry standards, and assists with developing and reviewing compliance reports that clearly identify security findings and proposed remediation strategies, as necessary.

Responsibilities

· Analyze overall enterprise audit readiness and provide recommendations on how effectiveness could be improved to mitigate conditions that could impair future audit preparedness and audit readiness support

· Effectively communicate audit procedures and expectations to team members and stakeholders in a timely and clear fashion.

· Liaise with technical security stakeholders on an ongoing basis.

· Set and continually manage technical project expectations with team members and other stakeholders.

· Experience at working both independently and in a team-oriented, collaborative environment is essential.

· Can conform to shifting priorities, demands and timelines through analytical and problem solving capabilities.

· Reacts to project adjustments and alterations promptly and efficiently.

· Flexible during times of change.

· Ability to read communication styles of team members and contractors who come from a broad spectrum of disciplines.

· Persuasive, encouraging, and motivating.

· Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments.

· Possession of excellent analytical skills

· Strong written and oral communication skills.

· Strong interpersonal skills.

· Adept at conducting research into project-related issues and products.

· Must be able to learn, understand, and apply new technologies.

· Customer service skills a must.

· Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.

Work Conditions

· Sitting for extended periods of time.

· Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.

· Physically able to participate in training sessions, presentations, and meetings.

· Travel may be required for performing site audits, meeting with clients, stakeholders, or offsite personnel/management.

· Must be able to pass background check.

Bilingual Team Leader

SUMMARY:

Coaches and develops team of agents/representatives to achieve their individual performance goals as well as team goals by performing the following duties. Works on a bilingual campaign communicating in both English and Spanish with employees as well customers.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1 Sets expectations and leads team to achieve performance goals as established by leadership

2 Coaches and develops team of agents/representatives to achieve performance objectives

4 Supervises the daily activity of team by monitoring, coaching and developing each team member to ensure call quality, sales techniques and compliancy guidelines

5 Issues written and oral counseling for breach of conduct as outlined in the employee handbook

6 Responsible for periodic evaluations on all team members/ACT’s

7 Exhibits teamwork by building strong relationships with peers, superiors, and team members

8 Seeks and acts on personal coaching and feedback received by taking an active role in performance planning and goal setting

9 Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development

SUPERVISORY RESPONSIBILITIES:

Directly supervises approximately 15 FTE's on a Campaign in the Operations Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and monitoring, coaching and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Knowledge of:

Campaign products and/or services being offered, customer operating systems, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, Power Point and Outlook.

Ability to:

Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop and maintain relationships with peers across departments; communicate fluently in both English and Spanish in verbal and written form.

EDUCATION and/or EXPERIENCE:

Bachelor's degree from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience. Previous call center experience preferred. Previous management experience required.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued photo ID.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, talk, hear and respond. The employee is frequently required to use their hands to handle or control electronic devices. The employee is occasionally required to reach with hands and arms; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Human Resources Manager

SUMMARY

Plans and administers policies relating to all phases of human resources activity including onboarding new employees and records management; Successfully investigates and resolves employee relations issues; Coordinates center-wide and community activities. All of this is done by performing the following duties personally or through subordinates.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Applicable federal and state employment laws; Computer programs including Word, Excel, Power Point, and Outlook; payroll/employee systems; telephone system and its' functions; copier/scanner/printer. Company policies and procedures as outlined in Employee Handbook and Leadership Manual; General knowledge of Human Resources; Working knowledge of employment-related laws and practices; All company benefits; Trends in employee relations and benefit administration and human relations in order to communicate with all levels of employees.

Ability to:

Represent the company to all government agencies; Communicate about company benefits; Defuse volatile situations; Resolve conflict; Motivate employee; Take initiative; Demonstrate organizational skills, prioritize duties and re-prioritize as necessary in a changing environment; Develop and maintain effective working relationships with peers and across departments; Communicate effectively in both oral and written form; Clearly explain processes and policies; Perform detailed tasks with accuracy; Use discretion; Learn additional technology applications such as in-house payroll/employee system; Successfully interface with clients (internal/external); Understand and exhibit a customer service orientation;

EDUCATION and/or EXPERIENCE

Bachelor’s degree preferred; or four to ten years related experience and/or training, or equivalent combination of education and experience. Previous HR experience required. Current applicable HR certification strongly preferred or current enrollment in a study program for HR certification preferred.

LANGUAGE SKILLS

Ability to read, analyze, and interpret common industry and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to speak effectively and use proper grammar with groups to effectively present information to top management, public groups, and/or boards of directors.

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license.

Certified in Employee Law, Professional Human Resources or Senior Professional Human Resources, or SHRM-CP preferred.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; frequently required to use their hands to handle or control electronic devices; and required to talk, hear and respond. The employee is occasionally required to walk and reach with hands and arms. The

employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate

Customer Service Representative

ID Experts Customer Service Representative

We’re looking for A-players who excel at their jobs and who crave challenge. Our passion is ensuring the privacy of every American, with a focus on helping enterprises protect the sensitive personal information of their consumers. Our employees care about the right to privacy, and they’re driven to defend that right—that’s why our award-winning software and elite team of professionals are trusted by thousands of organizations in healthcare, finance, education, insurance, and government. We feel good about the work we do, and we need people who want to make a difference in the lives of our customers.

· Ability to multi-task and prioritize well in a fast-paced environment

· Ability to work weekends, holidays and overtime as requested

· Regular attendance and timeliness

· Other duties as assigned

Required Skills and Qualifications:

· Must be self-motivated, driven to succeed and ready to hit the ground running

· Customer Focus Attitude

· Excellent Listening Skills

· Strong Verbal Communication

· Building Relationships

· People Skills (empathetic and willingness to serve others)

· Interpersonal Savvy

· Problem Solving

Education and Experience:

· 2+ Years Customer Service experience

· Basic Data Entry Skills (Typing - 35 WPM)

Network Administrator

The Network Administrator’s role is to support the stable operation of the in-house computer LAN/WAN network. This includes planning, designing, installing, configuring, maintaining, and optimizing all network hardware, software, and communication links while ensuring minimal network downtime. The person will also diagnose, resolve, and document hardware and software network problems in a timely and accurate fashion, and provide end user training and support where required.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

5 Perform on-site analysis, diagnosis, and resolution of complex network problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including off-site repair.

Bachelor's degree from four-year College or university; or five to seven years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers. Ability to effectively present information to top management, Team Leaders, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued ID.

Cisco CCNA/CCNP certification (Preferred)

Fortinet NSE4/NSE5/NSE7 (Preferred)

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use their hands to handle or control electronic devices. The employee is occasionally required to stand, walk, reach with hands and arms, and talk, hear and respond. The employee will occasionally need to lift/hold 40 lbs. above should level for 2-5 minutes while installing equipment. The employee must lift and/or move up to 150 pounds on a rare basis but it is essential when needed. Specific vision abilities required by this job include close vision, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works inside environmental conditions. The noise level in the work environment is usually moderate.

Network Administrator

The Network Administrator’s role is to support the stable operation of the in-house computer LAN/WAN network. This includes planning, designing, installing, configuring, maintaining, and optimizing all network hardware, software, and communication links while ensuring minimal network downtime. The person will also diagnose, resolve, and document hardware and software network problems in a timely and accurate fashion, and provide end user training and support where required.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

5 Perform on-site analysis, diagnosis, and resolution of complex network problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including off-site repair.

Bachelor's degree from four-year College or university; or five to seven years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers. Ability to effectively present information to top management, Team Leaders, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued ID.

Cisco CCNA/CCNP certification (Preferred)

Fortinet NSE4/NSE5/NSE7 (Preferred)

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use their hands to handle or control electronic devices. The employee is occasionally required to stand, walk, reach with hands and arms, and talk, hear and respond. The employee will occasionally need to lift/hold 40 lbs. above should level for 2-5 minutes while installing equipment. The employee must lift and/or move up to 150 pounds on a rare basis but it is essential when needed. Specific vision abilities required by this job include close vision, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works inside environmental conditions. The noise level in the work environment is usually moderate.

Network Administrator

The Network Administrator’s role is to support the stable operation of the in-house computer LAN/WAN network. This includes planning, designing, installing, configuring, maintaining, and optimizing all network hardware, software, and communication links while ensuring minimal network downtime. The person will also diagnose, resolve, and document hardware and software network problems in a timely and accurate fashion, and provide end user training and support where required.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

5 Perform on-site analysis, diagnosis, and resolution of complex network problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including off-site repair.

Bachelor's degree from four-year College or university; or five to seven years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers. Ability to effectively present information to top management, Team Leaders, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued ID.

Cisco CCNA/CCNP certification (Preferred)

Fortinet NSE4/NSE5/NSE7 (Preferred)

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use their hands to handle or control electronic devices. The employee is occasionally required to stand, walk, reach with hands and arms, and talk, hear and respond. The employee will occasionally need to lift/hold 40 lbs. above should level for 2-5 minutes while installing equipment. The employee must lift and/or move up to 150 pounds on a rare basis but it is essential when needed. Specific vision abilities required by this job include close vision, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works inside environmental conditions. The noise level in the work environment is usually moderate.

Network Administrator

The Network Administrator’s role is to support the stable operation of the in-house computer LAN/WAN network. This includes planning, designing, installing, configuring, maintaining, and optimizing all network hardware, software, and communication links while ensuring minimal network downtime. The person will also diagnose, resolve, and document hardware and software network problems in a timely and accurate fashion, and provide end user training and support where required.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

5 Perform on-site analysis, diagnosis, and resolution of complex network problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including off-site repair.

Bachelor's degree from four-year College or university; or five to seven years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers. Ability to effectively present information to top management, Team Leaders, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued ID.

Cisco CCNA/CCNP certification (Preferred)

Fortinet NSE4/NSE5/NSE7 (Preferred)

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use their hands to handle or control electronic devices. The employee is occasionally required to stand, walk, reach with hands and arms, and talk, hear and respond. The employee will occasionally need to lift/hold 40 lbs. above should level for 2-5 minutes while installing equipment. The employee must lift and/or move up to 150 pounds on a rare basis but it is essential when needed. Specific vision abilities required by this job include close vision, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works inside environmental conditions. The noise level in the work environment is usually moderate.

Network Administrator

The Network Administrator’s role is to support the stable operation of the in-house computer LAN/WAN network. This includes planning, designing, installing, configuring, maintaining, and optimizing all network hardware, software, and communication links while ensuring minimal network downtime. The person will also diagnose, resolve, and document hardware and software network problems in a timely and accurate fashion, and provide end user training and support where required.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

5 Perform on-site analysis, diagnosis, and resolution of complex network problems for a variety of end users, and recommend and implement corrective hardware and software solutions, including off-site repair.

Bachelor's degree from four-year College or university; or five to seven years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers. Ability to effectively present information to top management, Team Leaders, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued ID.

Cisco CCNA/CCNP certification (Preferred)

Fortinet NSE4/NSE5/NSE7 (Preferred)

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use their hands to handle or control electronic devices. The employee is occasionally required to stand, walk, reach with hands and arms, and talk, hear and respond. The employee will occasionally need to lift/hold 40 lbs. above should level for 2-5 minutes while installing equipment. The employee must lift and/or move up to 150 pounds on a rare basis but it is essential when needed. Specific vision abilities required by this job include close vision, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works inside environmental conditions. The noise level in the work environment is usually moderate.

Sales Coach

SUMMARY:

Coaches and develops team of agents/representatives to achieve their individual performance goals as well as team goals by performing the following duties.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1 Sets expectations and leads team to achieve performance goals as established by leadership

2 Coaches and develops team of agents/representatives to achieve performance objectives

4 Supervises the daily activity of team by monitoring, coaching and developing each team member to ensure call quality, sales techniques and compliancy guidelines

5 Issues written and oral counseling for breach of conduct as outlined in the employee handbook

6 Responsible for periodic evaluations on all team members/ACT’s

7 Exhibits teamwork by building strong relationships with peers, superiors, and team members

8 Seeks and acts on personal coaching and feedback received by taking an active role in performance planning and goal setting

9 Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development

SUPERVISORY RESPONSIBILITIES:

Directly supervises approximately 15 FTE's on a Campaign in the Operations Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and monitoring, coaching and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Knowledge of:

Campaign products and/or services being offered, customer operating systems, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, Power Point and Outlook.

Ability to:

Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop and maintain relationships with peers across departments.

EDUCATION and/or EXPERIENCE:

Bachelor's degree from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued photo ID.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, talk, hear and respond. The employee is frequently required to use their hands to handle or control electronic devices. The employee is occasionally required to reach with hands and arms; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Job Type: Full-time

Salary: $30,000.00 to $40,000.00 /year

HR Administrator

SUMMARY

Administers company drug screening policy and background checks, and participates in compiling and maintaining Human Resource files and employee records by performing the following duties. Operates multi-line telephone system on platform to answer incoming calls and directs callers to appropriate personnel by performing the following duties.

QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Administers drug screenings consistently and according to established procedures; maintains and properly files documentation; Notifies applicant/employee of drug screen results, using discretion where appropriate.

6

Develops and maintains a resource binder for the drug screening policy and procedures both electronic and hard copy.

7

Maintains class sign in list for new hires on the first day of their training class.

Initiates criminal background investigations by entering pertinent information on applicants and new employees, retrieves and reviews search results for compliance with company hiring policies, and files results. On occasion, as directed by the HR Manager, may inform new employees of adverse results received resulting in termination.

11

Maintains headset rental units. Has individuals who are renting headsets or having badges replaced, complete deduction form and sends to Payroll for action. Updates termination ECF to indicate the return of an ID badge.

12

Monitors visitor access and parking and issues passes when required, and maintains visitor log. As a member of the Crisis Management Team, the receptionist maintains a complete copy of the Safety Manual and is the first point of contact for process questions. Must remain current on all safety procedures.

13

Receives, sorts, and routes mail, and maintains and routes publications.

14

Works with Recruiting team, assisting with new hire process including; assessment tests, drug screening and paperwork.

15

Assists the Recruiting team with career/job fairs and community events.

16

Assists the HR Department in organizing and participating in community “Give Back” service projects on behalf of the company.

17

Assists in answering employee questions and directing to resources available

18

Completes special projects and other tasks as assigned by HR Generalist consistent with skill set and knowledge

Performs other clerical duties as needed, such as filing, photocopying, and collating.

21

Is open and responsive to consistent coaching; takes an active role in performance planning and goal setting; participates in professional development and self-development activities

22

Acts as a role model at all times; adheres to high ethical standards.

23

Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.

24

Is consistently dependable in terms of work schedule and attendance, follow-through, meeting deadlines, and acting with a sense of urgency.

25

Is flexible in an environment by championing and embracing change.

26

Follows all legal requirements relating to responsibilities

27

Follows company policies and procedures

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

Knowledge of: Company policies and procedures as outlined in Team Member Handbook; Computer functions including keyboarding; computer programs including Word, Excel, Power Point, and Outlook; Receptionist duties and operating telephone system and its' functions; copier/scanner/printer.

Ability to: Answer general questions regarding policies and procedures; File employee records alphabetically; Set priorities using guidelines outlined by HR Generalist; Manage multiple tasks and priorities; Communicate with customers and all levels of employees. Develop and maintain effective working relationships with peers across departments; Communicate effectively in both oral and written form; Perform detailed tasks with accuracy.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED) required; Minimum six to twelve months related experience and/or training; or equivalent combination of education and experience. Previous HR experience preferred.

Physical Security Manager

Physical Security Manager

Job Description

Version 1

Title

Physical Security Manager

Reports to

Chief Security Officer

Description

On behalf of Etech, the Physical Security Manager will work to ensure that all aspects of physical security are continuously updated, fully functional, monitored, and maintained.

Managing the performance and job function of those assigned to physical security duties, as well as administering reviews relating to the physical security program.

Serves as a resource regarding matters of information security and reports the status of ongoing information security activities to the designated person(s).

Responsibilities

Ensure creation of a secure environment for Etech Employees and Visitors.

Ensure all clean rooms/server rooms are locked, ensure sign in sheets are utilized at all clean rooms and server rooms. A current list of access rights should be maintained, so that the security auditor can conduct an audit by comparing the access logs to the list of users who are authorized for access into the clean rooms.

Ensure all HR offices have locks on them, including filing cabinets/drawers

Manage Incident logs for theft/loss of assets/snooping

Work with facilities and inspect to ensure proper Lighting for the safety of all personnel and visitors (both internal and external lighting)

Inspect to ensure all Facility windows, doors, walls are secured at all centers and work with facilities to remediate when necessary.

Inspect to ensure all exits at all centers are properly marked, well lit, and accessible and work with facilities to remediate when necessary.

Inspect to ensure Parking areas as well as pathways to and from it have adequate lighting to help keep employees safe when leaving and arriving and work with facilities to remediate when necessary.

Ensure all centers are equipped with emergency lighting units that have a backup power supply such as a battery.

Show all areas monitored by cameras

All high security areas and clean rooms

All security guard postings

Any closed-circuit sensors on windows

Detail any areas that are raised floors, areas that are not the true ceiling, any area where people can hide like a fake ceiling or floor, or partitioned wall.

Any panic bars

Any concrete barricades

All fire suppression systems and fire extinguishers, all sprinkler systems, and whether or not we have wet pipe system, a dry pipe system, or a pre-action system.

Ensure that the facility is using proper signage labeling all exits so that employees can locate the exits during an emergency.

Ensure that escape routes have been created in case of emergencies such as fire or flood.

Ensure that escape plans are created and that you have communicated escape plans to all employees.

Perform regular drills, such as fire drills, to test escape plans and the timeliness of all employees using the appropriate escape route.

Test all security controls to ensure their effectiveness. For example, be sure to test fire alarms and fire extinguishers on a regular basis.

Establish contingency plans for different scenarios (active shooter, hostage situation like a disgruntled spouse, or disgruntled employee, etc.) Plans must be submitted to the Security Operations Unit.

Plans must be reviewed, approved and/or revised. Once approved, plans must be tested and added into the company DRBC plan.

Create a schematic/survey showing or flagging any areas that are a security concern for mitigation purposes. (It is important to control access to cabling with a protected distribution system (PDS). PDS is the controlling of physical access and monitoring of access to physical cabling. If someone can gain physical access to the cabling system, they can tap into the communication, so you want to ensure you control access to the cabling.)

Maintain all environmental controls and optimal temperatures in cold rooms. Maintain all ventilation systems, HVAC systems(AC/Heating). Humidity levels should be monitored for all the cold rooms. Moisture needs to be controlled in the cold rooms.

Emissions Security – Shielding Needs should be met for Emanations or emissions that can be intercepted and analyzed by receivers to uncover potential confidential and sensitive information. If applicable TEMPEST system, (a standard for securing a system from eavesdropping) should be maintained.

EMI (electromagnetic interference) problems from lighting or motors, if any must be mitigated.

Fire suppression systems and supplies must be maintained and inventoried. Sprinkler systems must be maintained.

Maintain and audit badge access logs

Security perimeter shall be defined and used to protect areas that contain either sensitive or critical information and information processing facilities.

Securing offices, rooms and facilities - Physical security for offices, rooms and facilities shall be designed and applied.

Protecting against external and environmental threats - Physical protection against natural disaster, malicious attack or accidents shall be designed and applied.

Procedures for working in secure areas shall be designed and applied.

Access points such as delivery and loading areas and other points where unauthorized persons could enter the premises shall be controlled and, if possible, isolated from information processing facilities to avoid unauthorized access.

Maintain all Security Camera Systems

Business Continuity Log Checks for Back Up Power shall be maintained.

Maintain Relationship with Third Party Security Firm for Security Guard deployment

Physical Security Manager

On behalf of Etech, the Physical Security Manager will work to ensure that all aspects of physical security are continuously updated, fully functional, monitored, and maintained.

Managing the performance and job function of those assigned to physical security duties, as well as administering reviews relating to the physical security program.

Serves as a resource regarding matters of information security and reports the status of ongoing information security activities to the designated person(s).

Responsibilities

Ensure creation of a secure environment for Etech Employees and Visitors.

Ensure all clean rooms/server rooms are locked, ensure sign in sheets are utilized at all clean rooms and server rooms. A current list of access rights should be maintained, so that the security auditor can conduct an audit by comparing the access logs to the list of users who are authorized for access into the clean rooms.

Ensure all HR offices have locks on them, including filing cabinets/drawers

Manage Incident logs for theft/loss of assets/snooping

Work with facilities and inspect to ensure proper Lighting for the safety of all personnel and visitors (both internal and external lighting)

Inspect to ensure all Facility windows, doors, walls are secured at all centers and work with facilities to remediate when necessary.

Inspect to ensure all exits at all centers are properly marked, well lit, and accessible and work with facilities to remediate when necessary.

Inspect to ensure Parking areas as well as pathways to and from it have adequate lighting to help keep employees safe when leaving and arriving and work with facilities to remediate when necessary.

Ensure all centers are equipped with emergency lighting units that have a backup power supply such as a battery.

Show all areas monitored by cameras

All high security areas and clean rooms

All security guard postings

Any closed-circuit sensors on windows

Detail any areas that are raised floors, areas that are not the true ceiling, any area where people can hide like a fake ceiling or floor, or partitioned wall.

Any panic bars

Any concrete barricades

All fire suppression systems and fire extinguishers, all sprinkler systems, and whether or not we have wet pipe system, a dry pipe system, or a pre-action system.

Ensure that the facility is using proper signage labeling all exits so that employees can locate the exits during an emergency.

Ensure that escape routes have been created in case of emergencies such as fire or flood.

Ensure that escape plans are created and that you have communicated escape plans to all employees.

Perform regular drills, such as fire drills, to test escape plans and the timeliness of all employees using the appropriate escape route.

Test all security controls to ensure their effectiveness. For example, be sure to test fire alarms and fire extinguishers on a regular basis.

Establish contingency plans for different scenarios (active shooter, hostage situation like a disgruntled spouse, or disgruntled employee, etc.) Plans must be submitted to the Security Operations Unit.

Plans must be reviewed, approved and/or revised. Once approved, plans must be tested and added into the company DRBC plan.

Create a schematic/survey showing or flagging any areas that are a security concern for mitigation purposes. (It is important to control access to cabling with a protected distribution system (PDS). PDS is the controlling of physical access and monitoring of access to physical cabling. If someone can gain physical access to the cabling system, they can tap into the communication, so you want to ensure you control access to the cabling.)

Maintain all environmental controls and optimal temperatures in cold rooms. Maintain all ventilation systems, HVAC systems(AC/Heating). Humidity levels should be monitored for all the cold rooms. Moisture needs to be controlled in the cold rooms.

Emissions Security – Shielding Needs should be met for Emanations or emissions that can be intercepted and analyzed by receivers to uncover potential confidential and sensitive information. If applicable TEMPEST system, (a standard for securing a system from eavesdropping) should be maintained.

EMI (electromagnetic interference) problems from lighting or motors, if any must be mitigated.

Fire suppression systems and supplies must be maintained and inventoried. Sprinkler systems must be maintained.

Maintain and audit badge access logs

Security perimeter shall be defined and used to protect areas that contain either sensitive or critical information and information processing facilities.

Securing offices, rooms and facilities - Physical security for offices, rooms and facilities shall be designed and applied.

Protecting against external and environmental threats - Physical protection against natural disaster, malicious attack or accidents shall be designed and applied.

Procedures for working in secure areas shall be designed and applied.

Access points such as delivery and loading areas and other points where unauthorized persons could enter the premises shall be controlled and, if possible, isolated from information processing facilities to avoid unauthorized access.

Maintain all Security Camera Systems

Business Continuity Log Checks for Back Up Power shall be maintained.

Maintain Relationship with Third Party Security Firm for Security Guard deployment

Helpdesk Representative-1 Bilingual

Position provides technical assistance and training to system users. Individual needs to have the availability of flexible hours.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Needs to have the fundamental computer service skills and the ability to understand legal and technical manuals, as well as translate this information into Spanish. Communication and customer service skills are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1

Enters commands and observes system functions to verify correct system operation.

2

Carries out quality control based on instructions from Helpdesk Manager, Assistant Helpdesk Supervisor and level two Representatives concerning systems operation and diagnoses system hardware, software, and operator problems.

3

Instructs users in use of equipment, software, and manuals.

4

Recommends or performs minor remedial actions to correct problems.

5

Reports issues that arise to level two Representative or Assistant Helpdesk Supervisor.

Ability to: Provide technical assistance and training to system users; Communicate and work well with peers across departments; and Prioritize work. Follow documentation guidelines for ticketing.

EDUCATION and/or EXPERIENCE:

Candidates should have an Associates Degree in Information Technology; or industry standard certifications such as A+, MCP, etc. or one to two years of customer service or technical support experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Candidates should be able to read common technical journals and legal documents.Have the ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community in English and Spanish. Be able to effectively present information to top management, public groups, and/or boards of directors. Candidate should also be able to respond to written (email) communication in English and Spanish in collegiate or professionally correct grammar.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit for up to 4 hours. The employee frequently is required to use hands and reach with hands and arms; stoop, kneel, or crouch; and talk and hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The employee is occasionally exposed to moving mechanical parts; and risk of electrical shock. The noise level in the work environment is usually moderate.

System Administrator I

Title: System Administrator I

Location: Palm Beach

Reports to: I.T. Manager

SUMMARY: The System Administrator’s role is to manage and tune in-house computer software systems and network connections to ensure high levels of availability and security of the supported business applications. This individual also participates in the planning and implementation of policies and procedures to ensure system provisioning and maintenance that is consistent with company goals, industry best practices, and regulatory requirements. Frequent travel between several locations in Palm Beach is essential.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Strategy & Planning

* Participate in and support capacity planning and the development of long-term strategic goals for systems and software in conjunction with end-users and department managers.

Acquisition & Deployment

* Coordinate with network engineering, business application, and database administration functions to implement desktop and server systems that utilize industry best practices to meet corporate objectives.

* local area networks, local email connectivity, intranet, and Internet applications.

* Ensure the integrity and security of enterprise data on host computers, multiple databases, and during data transfer in accordance to business needs and industry best practices regarding privacy, security, and regulatory compliance.

* Manage input/output fleet, including printers and scanners.

* Work with other technical teams to manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance.

Perform the job duties of desktop support technician in addition to developing Network and Database administration skills; multi-task and reprioritize job duties as needed; Re-image workstations as needed for program changes and system updates; Provide technical assistance and training to system users; Install, modify, and make minor repairs to personal computer hardware and software systems; Communicate and work well with peers across departments; and Prioritize work.

EDUCATION and/or EXPERIENCE:

Bachelor's degree from four-year College or University; or one to two years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read, analyze, and interprets common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to define problems, collects data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver's license or other Government issued ID.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to use hands to handle, or feel; reach with hands and arms; stoop, kneel, or crouch; and talk and hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The employee is occasionally exposed to moving mechanical parts; high, precarious places; and risk of electrical shock. The noise level in the work environment is usually moderate.

Telephone Customer Service Agent

Telephone Customer Service Agents

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Take inbound or make outbound calls to customers with the objective of discussing non-sales related issues.

Handle all issues with diplomacy, tact, and respect.

Provide quality service to clients through thorough knowledge of products and services.

Enter data into computer database system.

Follow up with customers to assure satisfaction, respond to queries, and solve or refer problems.

Build strong relationships with Team Leader, and team members.

Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.

Act as a role model at all times, adhere to high ethical standards.

Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development.

Knowledge of: Basic Computer operations including keyboarding, proper grammar and syntax, company policies and procedures as outlined in the Employee handbook.

Ability to: Follow directions, communicate information to customers, enter information into computer program, close a sale, and learn new products and services.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or other Government issued photo ID.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk and hear. The employee frequently is required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Consults with customer concerning maintenance and updates of CRM applications.

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge Of:

Should have experience of working on dialer platform like Aspect, Genesis, Unify (Very good if), VICIdial, Neox etc.

Should have knowledge on IVR flow design, call routing and basic networking knowledge.

Education And/Or Experience:

Bachelor’s degree from four-year college or university preferred and at least 6 years experience in the field or a related area; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Certificates, Licenses, Registrations:

Valid driver’s license or other Government issued ID.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job includes close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Consults with customer concerning maintenance and updates of CRM applications.

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge Of:

Should have experience of working on dialer platform like Aspect, Genesis, Unify (Very good if), VICIdial, Neox etc.

Should have knowledge on IVR flow design, call routing and basic networking knowledge.

Education And/Or Experience:

Bachelor’s degree from four-year college or university preferred and at least 6 years experience in the field or a related area; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Certificates, Licenses, Registrations:

Valid driver’s license or other Government issued ID.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job includes close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Consults with customer concerning maintenance and updates of CRM applications.

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge Of:

Should have experience of working on dialer platform like Aspect, Genesis, Unify (Very good if), VICIdial, Neox etc.

Should have knowledge on IVR flow design, call routing and basic networking knowledge.

Education And/Or Experience:

Bachelor’s degree from four-year college or university preferred and at least 6 years experience in the field or a related area; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Certificates, Licenses, Registrations:

Valid driver’s license or other Government issued ID.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job includes close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Training Leader

Job Title:

Training Leader

Department:

Training and Development

Reports To:

Assistant Director or Director of Training

FLSA Status:

Exempt

Salary Grade:

SS3

SUMMARY:

Prepares trainers to succeed in their jobs and ensures training classes run smoothly. Required to be available as needed per campaign/center and can be moved between campaigns/centers as needed.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

You enjoy the fast-paced nature of adapting on the fly to corporate changes.

Training Leaders have to change plans at a moments notice and still excel at assignments while keeping a “will-do” attitude. They should showcase this attitude so well, that others want to emulate it and strive to achieve the same flexibility.

You thrive in challenging others to be creative problem-solvers.

Training is more than just knowledge transfer; it’s about equipping trainees to be self-sufficient agents who will guide customers to solutions. An Training Leader should have this skill mastered so well that they can teach Training Apprentices and Assistant Trainers.

You desire a fun atmosphere that promotes interactive learning.

Leading a successful training team is about inspiring trainers to engage and motivate their classes in a way that allows learning to flourish.

You enjoy helping others succeed!

Training Leaders want what is best for their employees and look for the best avenues for them to grow and prosper in their careers.

There’s no I in Team.

Training Leaders should consistently be on the lookout for ways to help not only their trainers, but other leaders as well. This ensures Etech is successful as a whole while embodying our goal for servant leadership.

Be a reason to stay.

We believe that employees don’t leave their jobs; they leave their managers. As a Training Leader, you should be on the lookout for potential attrition reasons on your team and your campaigns, and be able to come up with ways to combat these issues.

Recap with style.

Training Leaders are proficient at compiling information from their team and summarizing it for clients, executives, and other leaders both within and outside the company.

You can lead with humility.

A Training Leader must be able to take charge and effectively pilot a class, but should be able to admit mistakes and work well with different people and personalities.

Coaching is second nature.

Developing your Assistant Training Leaders should be a passion that is shown everyday through the use of the Coaching Tactics. Daily you promote this environment of coaching amongst your team and work to cultivate it.

You aren’t afraid to ask the tough questions.

It is up to the Trainer to ensure their class is grasping the material and close any knowledge gaps as discovered. This is done through questioning techniques, hands-on activities, and classroom discussions.

You can see it, write it, teach it.

Training Leaders should have the keen ability to see when there are gaps in training, write curriculum to address, and implement ongoing training to help the agents.

You let the student become the master.

A strong leader trusts that their team is capable of being the experts and equips them to master their campaigns.

You bring solutions, not problems.

A Training Leader is consistently willing to offer and implement creative solutions. Instead of focusing on the problem, they work to fix it!

You lead by example.

Leaders at Etech should base all decisions and behaviors on the character commitments even when it isn’t easy to do. Training Leaders take this to the next level by teaching their team tips on how to epitomize these traits.

You take pride in your bench.

Training Leaders challenge their Assistant Training Leaders through developmental assignments, projects, and observations to ensure they will be even stronger leaders in the future.

You compete with the mirror.

Training Leaders understand that the person they need to beat is themselves. Whether it be in their leadership capabilities, communication skills, or overall management of their team; Training Leaders strive to consistently out-do their previous attempts.

You’re a leader among leaders.

Training Leaders have to lead initiatives and projects across various departments in the company. This takes a mix of humility and boldness that ignites others to act.

You communicate like a champ.

Training Leaders not only need excellent verbal skills, but they also must be able to write clearly, concisely, and professionally. They understand that one minor change should be informed to every single party involved and do so efficiently.

You recognize that money doesn’t grow on trees.

Being a Training Leader means you can discern the costs of training and seek out ways to limit spending through efficient processes and quality curriculum.

You’re a little bit psychic.

Training Leaders are so in tune with the details, processes, and initiatives going on in their department; they have the ability to foresee potential issues. Once identified they proactively communicate with the necessary teams to fix before the predicament even occurs!

Customer Service Specialist

Customer Service Specialist

Job Title: Customer Service Specialist

Department: Operations

Reports To: Sales Coach

Location: Rusk

Summary:

We're hiring Customer Service Specialists for our contact center operations in (Location). Etech is a contact center company and our people are the backbone of our business. The Customer Service Specialist is responsible for ensuring efficient, high-quality service to both internal and external customers by providing timely responses to customer issues via call, e-mail or chat.

Agents must be flexible and have availability throughout the entire shift. Actual shifts will be assigned via client’s workforce management team during nesting.

As a Customer Service Specialist, you’ll:

·Handles customer service inbound and outbound telephone calls

·Must meet daily performance metric requirements which include talk time, average handle time, login adherence and quality guidelines for all calls

·Works with customers on a daily basis to sustain and improve business relationships

·Supports customer growth by asking for the business with every inbound call

·Assists in managing customer retention activities by serving as liaison between customer and Service Center to ensure customer needs are being met

·Participates in outbound calling campaigns to retain existing customers and regain lost customers

·Agents must be flexible and have availability throughout the entire shift. Actual shifts will be assigned via clients workforce management team during nesting

·Prefer 6 months experience in call center

·Must be able to multi-task utilizing multiple online systems at one time

·Must be very confident

·Ability to work in an environment that changes rapidly

·Must pass background check with no felonies and no financial charges

·Background Checks. Contractor shall perform pre-employment and post-employment background checks covering criminal activity for the previous five years on all resources prior to presenting them to the client for consideration. Contractor warrants that all resources provided hereunder shall have passed such background checks, and shall not have been convicted of any felony or any financial crime during placement or for the five years prior to placement with the client. Contractor shall notify the client immediately in writing of any criminal or negative credit activity of its resources discovered during the performance of its obligations under this Agreement.

Custodian

Job Title:

Custodian/Facilities Team Member

Department:

Operations

Reports To:

Facilities Coordinator

FLSA Status:

Non-Exempt

Pay Grade:

HC-1

SUMMARY

Keeps call center in clean and orderly condition by performing the following duties.

QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Notifies management concerning needs for major repairs or additions to lighting, heating and ventilating equipment.

11

Cleans sidewalks and parking lots as needed.

12

Mows lawn, trims shrubbery, and cultivates flowers as required.

13

Maintains and waters all living plants inside call centers.

Medical Administrative Specialist

Job Summary:

The role of the Records Retrieval Specialist is to place outbound calls to records custodians with the purpose of completing records requests. The Records Retrieval Specialist updates each record in the company operating system and also interacts with internal team members regarding records request and status updates.

Essential Duties and Responsibilities:

Places high volume of outbound phone calls to records custodians (80+ per day)

Answers incoming calls

Inputs file notes into system

Reaches specified call goal on a daily basis

Regular attendance and timeliness

Interacts with both internal associates and outside contacts in a professional manner at all times

Ability to work overtime as requested

Other duties as assigned

Qualifications and Requirements:

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge base required.

Outstanding organizational and time management skills

Excellent communication skills and the ability to communicate with tact and diplomacy

Attention to detail and the ability to concentrate for extended periods of time.

Excellent time and attendance

Ability to work in a team environment

Proficient in Microsoft Office Suite to include Word, Excel and Outlook.

Self-motivation

Ability to make logical, informed decisions

Education and Experience:

4 CXC's including English, CAPE Studies, Complete or presently pursuing studies in the Legal Field or similar field.

Should be Flexible- Monday-Friday workdays and be able to work overtime

2+ Years in a customer service, Collections or Call Center environment preferred or experience in an administrative environment.

Receptionist

Job Title:

Receptionist

Department:

Human Resources

Reports To:

HR Generalist

FLSA Status:

Non-Exempt

Pay Grade:

$9.50/hr

SUMMARY

Operates multi-line telephone system on platform to answer incoming calls and directs callers to appropriate personnel by performing the following duties.

QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1

Retrieves messages from voice mail and forwards to appropriate personnel.

Maintains class sign in list for new hires on the first day of their training class.

7

Maintains a Do Not Call list and forwards all information daily to the Director of Compliance and Operational Excellence.

8

Maintains headset rental units. Has individuals who are renting headsets or having badges replaced, complete deduction form and sends to Payroll for action. Updates termination ECF to indicate the return of an ID badge.

9

Monitors visitor access and parking and issues passes when required, and maintains visitor log. As a member of the Crisis Management Team, the receptionist maintains a complete copy of the Safety Manual and is the first point of contact for process questions.Must remain current on all safety procedures.

10

Receives, sorts, and routes mail, and maintains and routes publications.

11

Supports HR and payroll functions as needed, including but not limited to: follow up with discrepancies for new hire paperwork and benefits documents.

Performs other clerical duties as needed, such as filing, photocopying, and collating.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

Knowledge of: Company policies and procedures as outlined in the employee handbook; Multi-line telephone system and how to properly route calls and/or take messages; Basic computer skills including keyboarding; Computer programs including Excel, Access, Word, and Outlook; Emergency and legal procedures.

Ability to: Prioritize tasks and handle multiple tasks at one time; Effectively communicate using proper grammar and syntax; Handle irate customers with patience, professionalism and courtesy; Handle emergency situations promptly and with discretion; Make overhead announcements with professional tone and language; Exhibit a professional image and demeanor at all times; Pass skills tests which includes General qualifications test and Excel/Access tests as necessary.

EDUCATION and/or EXPERIENCE:

No educational or experience factors are considered at the time of hire.

LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.Ability to write routine reports and correspondence.Ability to speak effectively to customers or employees of organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate prices and provide correct monetary change.Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued ID.

PHYSICAL DEMANDS:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk and hear.The employee frequently is required to use hands to finger, handle, or feel.The employee is occasionally required to stand, walk, and reach with hands and arms.The employee must occasionally lift and/or move up to 10 pounds.Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions.The noise level in the work environment is usually moderate.

Hiring for Customer Experience Specialist @ Etech, Vadodara Center

Summary:Customer Experience Specialist solicits order for products or services over the internet by performing the following duties.

Essential Responsibilities:

 Take and engage chats to prospective customers in designated market area to qualify leads and explain type of service or product offered.

Customer Service Specialist

Summary:

We're hiring Customer Service Specialists for our contact center operations in (Location). Etech is a contact center company and our people are the backbone of our business. The Customer Service Specialist is responsible for ensuring efficient, high-quality service to both internal and external customers by providing timely responses to customer issues via call, e-mail or chat.

Agents must be flexible and have availability throughout the entire shift. Actual shifts will be assigned via client’s workforce management team during nesting.

As a Customer Service Specialist, you’ll:

·Handles customer service inbound and outbound telephone calls

·Must meet daily performance metric requirements which include talk time, average handle time, login adherence and quality guidelines for all calls

·Works with customers on a daily basis to sustain and improve business relationships

·Supports customer growth by asking for the business with every inbound call

·Assists in managing customer retention activities by serving as liaison between customer and Service Center to ensure customer needs are being met

·Participates in outbound calling campaigns to retain existing customers and regain lost customers

·Agents must be flexible and have availability throughout the entire shift. Actual shifts will be assigned via clients workforce management team during nesting

·Prefer 6 months experience in call center

·Must be able to multi-task utilizing multiple online systems at one time

·Must be very confident

·Ability to work in an environment that changes rapidly

·Must pass background check with no felonies and no financial charges

·Background Checks. Contractor shall perform pre-employment and post-employment background checks covering criminal activity for the previous five years on all resources prior to presenting them to the client for consideration. Contractor warrants that all resources provided hereunder shall have passed such background checks, and shall not have been convicted of any felony or any financial crime during placement or for the five years prior to placement with the client. Contractor shall notify the client immediately in writing of any criminal or negative credit activity of its resources discovered during the performance of its obligations under this Agreement.

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Customer Service Representative (Customer Retention)

Job Title

:

Customer Service Representative

Location

:

Montego Bay

Job Summary:

This position is responsible for providing service to the customer base of Spark Energy Electricity and Gas, and other potential organizations. These entities offer retail natural gas or electricity to residential and commercial customers across the country. Individual must excel in a dynamic, troth oriented, team environment. Spark Energy is committed to providing outstanding customer service, and this individual must personify this attitude.

·Ability to maintain a calm demeanor when dealing with agitated customers

·Attentive to detail and committed to high quality customer service

·Strong quantitative, analytical, and problem solving skills

·Willingness to identify problems and suggest process improvements

·Proficiency in Windows environment and MS Word and Excel applications

·Solid data entry skills

Customer Service Representative

Job Title: Customer Service Agent

Department: Operations

Reports To: Team Leader

Location: West Palm Beach, FL

Summary:

We're hiring Customer Service Agents for our contact center operations in West Palm Beach, FL. Etech is a contact center company and our people are the backbone of our business. When customers call us, our agents answer the phone, make connections, answer questions, solve problems, and get people happily on their way.

The Customer Service Agent should be patient, empathetic, and passionately communicative. The agents should put themselves in our customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and you can gather that for us.

Are you ready to be successful, advance your career, make friends, and do meaningful work that makes a difference to people? Join our global team and fuel your passion for work and life.

As a Customer Service Agent, you'll:

Work in our call center, wear a headset and talk to customers who call you over the phone. Take inbound or make outbound calls to customers with the objective of discussing non-sales related issues.

Provide quality service to customers through a thorough knowledge of products and services. We're here to help them.

Communicate with current and prospective customers using a variety of computer and telecommunications technology/software to give information and answer questions

Listen, understand, and take quick action. Like all of us, customers just want someone to listen and help get their problems solved. You'll do both.

Enter data into computer database system.

Follow up with customers to assure satisfaction, respond to queries, and solve or refer problems.

Be open and responsive to consistent coaching, take an active role in performance planning and goal setting.

Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly.

Tolerance for repetitive work in a fast-paced, high production work environment

Kick-Start an Amazing Career Today!

Employment Coordinator

Job Title:

Employment Coordinator

Department:

Recruiting

Reports To:

Leader of Employment Coordinators

SUMMARY

Recruits, researches, pre-screens, and refers job candidates for job openings by performing the following duties:

QUALIFICATIONS to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge of: Company policies and procedures as outlined in the employee handbook; applicable skills needed for all current sales campaigns; Computer programs including Word, Excel, Access, Power Point and Outlook; & Interviewing techniques.

**Must have the Ability to:

·Create and maintain professional work relationships with peers across departments

·Prioritize work

·Multi-task

·Communicate effectively in oral and written form

·Detailed oriented

·Time Management

·Observation Skills

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Ensures that all applications for assigned center are worked through completion in a timely manner

Coordinates communications with applicants. All applicants should be contacted within 1 business day of application

Maintains Applicant tracking systems (ATS) -Input and update applicant information in both internal and external systems. Ensure each file is properly documented with each attempt at contact

Responsible for properly maintaining and filing Recruiting paperwork such as interview guides, Typing Certificates, Written Samples, or other paperwork that pertains to qualifying an applicant, to the appropriate folder or system

Builds strong relationships with Team Leaders, and peers

Provides information on company facilities and job opportunities to potential applicants

Assists applicants with Pre-Hire paperwork and then provides as necessary to HR

Create class lists and New Employee Data forms prior to the start of training

Conduct social security verifications for all new hires

Assists other centers as necessary

Positively represents Etech at all times

Participate in Job Fairs and other recruiting events in the community as requested

Assist in posting jobs to Social Media and sharing local Etech posts within your network

Acts as a role model at all times, adhere to high ethical standards

Take responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development

Be flexible in an environment by championing and embracing change

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

EDUCATION and/or EXPERIENCE

Bachelor's degree from four-year College or university preferred; or one to two years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid driver’s license or other Government issued ID.

PHYSICAL DEMANDS the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk and hear. The employee frequently is required to stand. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.

Online Chat Representative

Job Title

:

Online Chat Representative

Department

:

Operations

Reports To

:

Sales Coach

Job Type

:

Full-Time

Location

:

Lufkin

Summary :

We’re hiring online chat representatives for our contact center operations in Lufkin, Texas. When customers visit our clients’ websites and need help, our representatives engage via chat, make connections, answer questions, solve problems, and get people happily on their way. Are you ready to be successful, advance your career, make friends, and make a difference? Join us and fuel your passion for work and life.

As an Etech Online Chat Representative, you will:

Help customers using chat technology

Help customers with a consultative approach and engage in solving their concerns. Customers chat with us to get the proper resolution to the concerns they have, related to the services and products of our clients. We’re here to help.

Listen, understand, and take quick action. Like all of us, customers just want someone to listen and help get their problems solved. You’ll do both!

Stick to your schedule, show up for work on time, and get involved with our company’s culture and activities. The more you invest in your career here, the more we can give back to you.

When you join Etech, we will:

Start you off with an hourly pay, well above the minimum wage

Give you ways to earn more every single month through commissions, bonuses, and incentives

Instantly make you part of our growing family of diverse people focused on making excellent customer experiences

Show you a clear career path and provide the tools you need to earn more responsibilities and promotions

Make work comfortable and fun with jeans and t-shirt dress code along with plenty of fun events and activities

Tenure Raises

Weekend and overnight differential pay

Health, dental, vision insurance

Tuition and childcare reimbursement

401K Plans

Requirements:

Bring it. You’re qualified if you:

Are at least 18 years old

Typing speed 50 wpm

Have a high school diploma or equivalent required

Have excellent verbal, written, listening skills and know your way around a keyboard

Love to help people

Are ready to be part of a team and contribute to Etech’s success

Are a good multi-tasker. Our web chat representatives usually are interacting with 2-3 customers at a time

Are a go-getter with excellent research and customer service problem-solving skills

Excellent with Word, Excel, and Window

Can pass a criminal background check and a drug screen

Salary:

Paid training at $11/hr

Shift pays $11.50/hr, $12.50 on weekends or overnight, and $13.50 for weekend and overnight

German Language Expert

Job Title

:

German Language Expert

Department

:

Etech Insights (EI)

Reports To

:

Asst. QA Lead / QA Lead

Location

:

Gandhinagar

Summary:

The EI department seeks a Quality Analyst (QA) to review customer interactions (calls, chats, and emails) and complete quality assessments for designated campaigns to ensure good customer service, and adherence to the policies and procedures per the pre-defined guidelines of the campaign.

The person will work closely with QA Leads as well as Operations/Client contacts to provide feedback on opportunity areas, make recommendations on areas that may need new, ongoing or remedial training. In addition, they will need to capture VOC (voice of the customer) and provide BI (Business Intelligence) inputs. A significant part of this job includes reviewing and completing quality audits for assigned campaigns (clients).

Essential Responsibilities:

Completes quality audits in accordance with current campaign guidelines. Uses designated tools to ensure targets are met and turnaround times are adhered to with defined accuracy standards.

Provides written and verbal feedback to leaders/operations/clients on quality scores with areas of opportunities at agent, process and campaign level.

Provides necessary feedback to operations or clients to ensure critical compliance and behavior issues are reported or escalated, including unethical actions.

Education And /or Experience:

We expect you to:

Be Flexible in working hours which is a must.

Share your Resume to - RecruitmentGandhinagar@etechtexas.com

Subject Line: Application for German Language Expert

Lead UI UX Designer

This technical opening is for Etech Technology Solutions, a group company of Etech Global Services. Etech provides software development services and product development solutions to the companies globally.

Job Title

:

Lead UI UX Designer

Department

:

ETS

Reports To

:

Product Development Manager

Location

:

Gandhinagar

Role Summary:

The ideal candidate will collaborate with a cross-functional agile team, including designers, developers and product leaders to ensure our product user experiences to be consistent and appealing. Ultimately, you will design an aesthetically-pleasing web and mobile solutions that add value to the products and client engagement.

Bridging the gap between graphical design and technical implementation, taking an active role on both sides and defining how the application looks as well as how it works for better user experience.

Job Description:

Lead the design & technical architecture of UI/UX framework.

Work closely with business analyst team, product leads for discussions on product feature requirement.

Work with a team of design engineers / designers towards common project goals.

Extensive experience in using UX design best practices to design solutions, and a deep understanding of mobile-first and responsive design.

Experienced integrating 3rd party products and APIs

Familiarity with Responsive Web Design (RWD) techniques and tools.

Proficiency with design tools and technologies (Adobe Creative Suite including, Sketch, Illustrator, Fireworks, as well as Style Guides and Typography) will be an edge.

Personal Attributes:

Good team player

Self-motivated and enthusiastic

Ensures quality of deliverables

Be open to receiving feedback and constructive criticism.

Be passionate about all things of UX and other areas of design and innovation.

A “can do” attitude

Innovative & creative

Integrity and honesty

Passionate about service

Strong analytical skills

Educational Qualification:

Any graduate with 2 to 5 Years of UI UX experience.

Share your Resume to - RecruitmentGandhinagar@etechtexas.com

Subject Line: Application for Lead UI UX Designer

Trainer

Job Title: Trainer

Department: Training and Development

Reports To: Assistant Training Leader

FLSA Status: Exempt

Salary Grade:

SUMMARY: Prepares new team members to succeed in their jobs. Required to be available as needed per campaign and can be moved between campaigns as needed.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

You enjoy the fast-paced nature of adapting on the fly to corporate changes. o Trainers have to change plans at a moments notice and still excel at assignments while keeping a “will-do” attitude. They should showcase this attitude so well, that others want to emulate it and strive to achieve the same flexibility.

You thrive in challenging others to be creative problem-solvers.

o Training is more than just knowledge transfer; it’s about equipping trainees to be self sufficient agents who will guide customers to solutions. A Trainer should have this skill mastered so well that Training Apprentices and Assistant Trainers can observe and learn from them. You desire a fun atmosphere that promotes interactive learning.

o Leading a training class is about creating a fun, engaging environment in which learning can flourish. You enjoy helping others succeed! o Your classes should be so productive and enjoyable that your trainees are excited to embark on their new careers.

There’s no I in Team. o Trainers should consistently be on the lookout for ways to help not only other trainers, but other leaders as well. This ensures Etech is successful as a whole while embodying our goal for servant leadership.

Be a reason to stay. o We believe that employees don’t leave their jobs; they leave their managers. As a Trainer, you should be on the lookout for potential attrition reasons and be able to come up with ways to combat these issues.

Recap with style. o Everyone wants to know how the current training class is doing, but they can’t spend every moment seeing what’s going on. This means it is up to the Trainer to send detailed recaps and reports that showcase the monumental wins occurring daily in the classroom.

You can lead with humility. o A Trainer must be able to take charge and effectively pilot a class, but should be able to admit mistakes and work well with different people and personalities. Coaching is second nature. o Developing agents should be a passion that is shown everyday through the use of the Coaching Tactics.

You aren’t afraid to ask the tough questions. o It is up to the Trainer to ensure their class is grasping the material and close any knowledge gaps as discovered. This is done through questioning techniques, hands-on activities, and classroom discussions.

Be able to write what you teach. o On occasion Trainers write curriculum for Etech or its clients. Often times they get to write about a best practice they created or discovered that could benefit other Trainers.

You bring others up to your expert status. o Trainers are the subject matter experts on every facet of their campaigns and they are willing and able to pass this knowledge along to Training Apprentices, Assistant Trainers, and even fellow Trainers.

You bring solutions, not problems. o A Trainer is consistently willing to offer and implement creative solutions. Instead of focusing on the problem, they work to fix it!

You lead by example. o Leaders at Etech should base all decisions and behaviors on the character commitments even when it isn’t easy to do. Trainers take this to the next level by teaching Training Apprentices and Assistant Trainers tips on how to epitomize these traits.

Inbound Customer Service

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1

Take inbound or make outbound calls to customers with the objective of discussing non-sales related issues.

2

Handle all issues with diplomacy, tact, and respect.

3

Provide quality service to clients through thorough knowledge of products and services.

4

Communicate with current and prospective customers using a variety of computer and

Information, Competitive Landscape Operating Requirements, Do Not Call legislation, and

company policy regarding slamming, cramming and falsification of sales.

SUPERVISORY RESPONSIBILITIES: None

Knowledge of: Basic Computer operations including keyboarding, proper grammar and syntax, company policies and procedures as outlined in the Employee handbook.

Ability to: Follow directions, communicate information to customers, enter information into computer program, close a sale, and learn new products and services.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or other Government issued photo ID.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk and hear. The employee frequently is required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Cyber Security Auditor

Analyze overall enterprise security audit readiness and provide recommendations on how effectiveness could be improved to mitigate conditions that could impair future audit preparedness and audit readiness support. Review and evaluate audit findings, make recommendations for audit readiness, contribute to security presentations, and participate in debriefs to represent cyber security interests. Work as a Cybersecurity subject matter expert (SME) and Cybersecurity team member assisting with security awareness training curriculum, form gathering and other security documentation, as required by Etech Cyber security, conducts security audits of information systems against documented organization security standards as well as ISO 27001, PCI-DSS, HIPPA, and Privacy Shield. Review security controls, tests system technical security configuration settings, reviews system scan results for compliance with documented policy and industry standards, and assists with developing and reviewing compliance reports that clearly identify security findings and proposed remediation strategies, as necessary.

Responsibilities

·Analyze overall enterprise audit readiness and provide recommendations on how effectiveness could be improved to mitigate conditions that could impair future audit preparedness and audit readiness support

·Effectively communicate audit procedures and expectations to team members and stakeholders in a timely and clear fashion.

·Liaise with technical security stakeholders on an ongoing basis.

·Set and continually manage technical project expectations with team members and other stakeholders.

·Conduct security audits of information systems against policy/process as defined within Etech documentation and required for ISO 27001, PCI-DSS, HIPPA, and Privacy Shield.

emails) and complete quality assessments for designated campaigns to ensure good customer

service, and adherence to the policies and procedures per the pre-defined guidelines of the

campaign. The person will work closely with QA Leads as well as Operations/Client contacts to

provide feedback on opportunity areas, make recommendations on areas that may need new,

ongoing or remedial training. In addition, they will need to capture VOC (voice of the customer) and

provide BI (Business Intelligence) inputs. A significant part of this job includes reviewing and

completing quality audits for assigned campaigns.

Description:

 Completes quality audits in accordance with current campaign guidelines. Usesdesignated tools to ensure targets are met and turnaround times are adhered towith defined accuracy standards. Provides written and verbal feedback to leaders/operations/clients on qualityscores with areas of opportunities at agent, process and campaign level. Provides necessary feedback to operations or clients to ensure criticalcompliance and behavior issues are reported or escalated, including unethicalactions. Assist Leaders with improving customer interactions, sharing feedback oncalibration calls and provide input for recommendations. Assists with routine and ad hoc requests. Supports projects and initiatives within the department. Maintains confidentiality of all reports, files, schedules, databases, anddocuments; as well as all customer and proprietary information. Sends data and reports to account stakeholders if needed.

Core Competencies/Skill Set: Good oral & written English skills Exceptional listening and analytical skills. Attention to detail Strong interpersonal communication skills Drive and ability to deliver excellent customer service to both internal andexternal customers. Ability to work independently. Able to exercise strict confidentiality.

Assistant Training Leader

Prepares new trainers to succeed in their jobs and ensures training classes run smoothly. Required to be available as needed per campaign/center and can be moved between campaigns/centers as needed.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

You enjoy the fast-paced nature of adapting on the fly to corporate changes.

oAssistant Training Leaders have to change plans at a moments notice and still excel at assignments while keeping a “will-do” attitude. They should showcase this attitude so well, that others want to emulate it and strive to achieve the same flexibility.

You thrive in challenging others to be creative problem-solvers.

oTraining is more than just knowledge transfer; it’s about equipping trainees to be self-sufficient agents who will guide customers to solutions. An Assistant Training Leader should have this skill mastered so well that they can teach Training Apprentices and Assistant Trainers.

You desire a fun atmosphere that promotes interactive learning.

oLeading a successful training team is about inspiring trainers to engage and motivate their classes in a way that allows learning to flourish.

You enjoy helping others succeed!

oAssistant Training Leaders want what is best for their employees and look for the best avenues for them to grow and prosper in their careers.

There’s no I in Team.

oAssistant Training Leaders should consistently be on the lookout for ways to help not only their trainers, but other leaders as well. This ensures Etech is successful as a whole while embodying our goal for servant leadership.

Be a reason to stay.

oWe believe that employees don’t leave their jobs; they leave their managers. As a Assistant Training Leader, you should be on the lookout for potential attrition reasons on your team and your campaigns, and be able to come up with ways to combat these issues.

Recap with style.

oAssistant Training Leaders are proficient at compiling information from their trainers and summarizing it for clients, executives, and other leaders both within and outside the company.

You can lead with humility.

oA Assistant Training Leader must be able to take charge and effectively pilot a class, but should be able to admit mistakes and work well with different people and personalities.

Coaching is second nature.

Developing your trainers should be a passion that is shown everyday through the use of the Coaching Tactics. Daily you promote this environment of coaching amongst your team and work to cultivate it.

You aren’t afraid to ask the tough questions.

It is up to the Trainer to ensure their class is grasping the material and close any knowledge gaps as discovered. This is done through questioning techniques, hands-on activities, and classroom discussions.

You can see it, write it, teach it.

Assistant Training Leaders should have the keen ability to see when there are gaps in training, write curriculum to address, and implement ongoing training to help the agents.

You let the student become the master.

A strong leader trusts that their team is capable of being the experts and equips them to master their campaigns.

You bring solutions, not problems.

An Assistant Training Leader is consistently willing to offer and implement creative solutions. Instead of focusing on the problem, they work to fix it!

You lead by example.

Leaders at Etech should base all decisions and behaviors on the character commitments even when it isn’t easy to do. Assistant Training Leaders take this to the next level by teaching their team tips on how to epitomize these traits.

You take pride in your bench.

Assistant Training Leader sees the value in developing future leaders and realizes their leadership can leave a legacy. Because of this, Assistant Training Leaders work hard to teach their team the art of being a trainer and a leader.

You compete with the mirror.

Assistant Training Leaders understand that the person they need to beat is themselves. Whether it be in their leadership capabilities, communication skills, or overall management of their team; Assistant Training Leaders strive to consistently out-do their previous attempts.

You’re a leader among leaders.

Assistant Training Leaders have to lead initiatives and projects across various departments in the company. This takes a mix of humility and boldness that ignites others to act.

You communicate like a champ.

Assistant Training Leaders not only need excellent verbal skills, but they also must be able to write clearly, concisely, and professionally.

You recognize that money doesn’t grow on trees.

Being an Assistant Training Leader means you can discern the costs of training and seek out ways to limit spending through efficient processes and quality curriculum.

You’re a little bit psychic.

Assistant Training Leaders are so in tune with the details, processes, and initiatives going on in their department; they have the ability to foresee potential issues. Once identified they proactively communicate with the necessary teams to fix before the predicament even occurs!

SUPERVISORY RESPONSIBILITIES:

Directly supervises 1 to 40 team members in the Training class. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

Knowledge of:

Sales campaign products, features and benefits; Computer programs including Excel, Word, Power Point, Outlook; Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.

Ability to:

Train, supervise and evaluate class performance; evaluate trainee understanding and re-teach as necessary; Multi-task; Provide constructive feedback for the development of trainees and personnel; Establish and maintain effective relationship with peers across departments.

EDUCATION and/or EXPERIENCE:

Bachelor's degree from four-year College or University; or related experience and/or training; or equivalent combination of education and experience. Completion of Remarkable Coaching Certification.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret common business documents such as a project charter, financial reports (Agent payroll reports), and other applicable documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or government issued photo ID.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Receptionist

SUMMARY

Operates multi-line telephone system on platform to answer incoming calls and directs callers to appropriate personnel by performing the following duties.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1

Retrieves messages from voice mail and forwards to appropriate personnel.

Maintains class sign in list for new hires on the first day of their training class.

7

Maintains a Do Not Call list and forwards all information daily to the Director of Compliance and Operational Excellence.

8

Maintains headset rental units. Has individuals who are renting headsets or having badges replaced, complete deduction form and sends to Payroll for action. Updates termination ECF to indicate the return of an ID badge.

9

Monitors visitor access and parking and issues passes when required, and maintains visitor log. As a member of the Crisis Management Team, the receptionist maintains a complete copy of the Safety Manual and is the first point of contact for process questions. Must remain current on all safety procedures.

10

Receives, sorts, and routes mail, and maintains and routes publications.

11

Supports HR and payroll functions as needed, including but not limited to: follow up with discrepancies for new hire paperwork and benefits documents.

Performs other clerical duties as needed, such as filing, photocopying, and collating.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

Knowledge of: Company policies and procedures as outlined in the employee handbook; Multi-line telephone system and how to properly route calls and/or take messages; Basic computer skills including keyboarding; Computer programs including Excel, Access, Word, and Outlook; Emergency and legal procedures.

Ability to: Prioritize tasks and handle multiple tasks at one time; Effectively communicate using proper grammar and syntax; Handle irate customers with patience, professionalism and courtesy; Handle emergency situations promptly and with discretion; Make overhead announcements with professional tone and language; Exhibit a professional image and demeanor at all times; Pass skills tests which includes General qualifications test and Excel/Access tests as necessary.

EDUCATION and/or EXPERIENCE:

No educational or experience factors are considered at the time of hire.

LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively to customers or employees of organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate prices and provide correct monetary change. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued ID.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk and hear. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

VDI Sr Systems Administrator

Summary:

The VDI (Virtual Desktop Infrastructure) Senior Systems Administrator shall assist with administration, implementation, and configuration for the following VDI solution to include but are not limited to VMWare, Storage, Active Directory, Exchange, Virtual Desktop Infrastructure and Capacity Optimization. Candidates for the position require strong analytical and problem-solving skills, and must be knowledgeable about implementing VDI infrastructure practices to optimize, transform, and ensure the customer’s compliant, efficient, and effective use of the resources. The VDI Administrator will administer and deliver end-to-end automated solutions that include the technical implementation of Information Technology Infrastructure Library (ITIL) processes, workflow customization, virtual infrastructure, storage infrastructure, resource optimization, and system configurations.

Education:

Bachelor’s Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.

Qualifications:

3-5 years of directly related experience in systems administration and analysis .

Sales Coach

SUMMARY:

Coaches and develops team of agents/representatives to achieve their individual performance goals as well as team goals by performing the following duties.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1

Sets expectations and leads team to achieve performance goals as established by leadership

2

Coaches and develops team of agents/representatives to achieve performance objectives

Supervises the daily activity of team by monitoring, coaching and developing each team member to ensure call quality, sales techniques and compliancy guidelines

5

Issues written and oral counseling for breach of conduct as outlined in the employee handbook

6

Responsible for periodic evaluations on all team members/ACT’s

7

Exhibits teamwork by building strong relationships with peers, superiors, and team members

8

Seeks and acts on personal coaching and feedback received by taking an active role in performance planning and goal setting

9

Takes responsibility and initiative to develop core skills and competencies by being involved in every facet of personal development

SUPERVISORY RESPONSIBILITIES:

Directly supervises approximately 15 FTE's on a Campaign in the Operations Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and monitoring, coaching and developing employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Knowledge of:

Campaign products and/or services being offered, customer operating systems, Company policies and procedures as outlined in Employee handbook; Computer programs including Word, Excel, Power Point and Outlook.

Ability to:

Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop and maintain relationships with peers across departments.

EDUCATION and/or EXPERIENCE:

Bachelor's degree from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid driver’s license or other Government issued photo ID.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand and talk and hear. The employee frequently is required to walk and use hands to finger, handle, or feel. The employee is occasionally required to sit; reach with hands and arms; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Outbound Sales Agent

Outbound Telephone Sales Representatives solicit orders for products or services over the telephone by performing the following duties.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1

Take outbound calls to prospective customers in designated market area to qualify leads and explain type of service or product offered.

2

Communicate with current and prospective customers using a variety of computer and telecommunications technology/software to give information and answer questions regarding current promotions and new or upgraded products.

3

Quote prices and encourages customers to buy.

4

Secures and places orders with others for filling and arranges delivery date.

Knowledge of: Basic Computer operations including keyboarding, proper grammar and syntax, company policies and procedures as outlined in the Employee handbook.

Ability to: Follow directions, communicate information to customers, enter information into computer program, close a sale, and learn new products and services.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or other Government issued photo ID.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk and hear. The employee frequently is required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Sales Agent

Outbound Telephone Sales Representatives solicit orders for products or services over the telephone by performing the following duties.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1

Take outbound calls to prospective customers in designated market area to qualify leads and explain type of service or product offered.

2

Communicate with current and prospective customers using a variety of computer and telecommunications technology/software to give information and answer questions regarding current promotions and new or upgraded products.

3

Quote prices and encourages customers to buy.

4

Secures and places orders with others for filling and arranges delivery date.

Knowledge of: Basic Computer operations including keyboarding, proper grammar and syntax, company policies and procedures as outlined in the Employee handbook.

Ability to: Follow directions, communicate information to customers, enter information into computer program, close a sale, and learn new products and services.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or other Government issued photo ID.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk and hear. The employee frequently is required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Desktop Support Technician

Are you a Computer Guru looking for a great company to work for?

SUMMARY:Candidates will be responsible for providing technical support, configuration and maintenance of workstation hardware and software. Candidates must also have experience with AD and an understanding of basic network infrastructures. Respond to incoming Help Desk tickets via phone, email, online or in person in a timely manner. Provides support and assistance by following problem determination procedures and processes, documenting problems and fixes in the ticketing system and escalates problems according to established protocols. The key success factor of this position is minimizing the downtime as a result of user calls.

•Excellent customer service skills over the phone , in person or via email

•Ability to follow through and make sure issues are resolved

•Ability to quickly learn new skills and technologies

•Ability to troubleshoot issues from the bottom up

•Ability to stay on task and multitask with minimal supervision

•Has or is currently working towards a Microsoft Certification preferred

EDUCATION and/or EXPERIENCE: Bachelor's degree from four-year College or university preferred and/or at least 1-2 years experience in the field. Must complete A+ certification within 3 months of employment.

Desktop Support Technician

Are you a Computer Guru looking for a great company to work for?

SUMMARY:Candidates will be responsible for providing technical support, configuration and maintenance of workstation hardware and software. Candidates must also have experience with AD and an understanding of basic network infrastructures. Respond to incoming Help Desk tickets via phone, email, online or in person in a timely manner. Provides support and assistance by following problem determination procedures and processes, documenting problems and fixes in the ticketing system and escalates problems according to established protocols. The key success factor of this position is minimizing the downtime as a result of user calls.

•Excellent customer service skills over the phone , in person or via email

•Ability to follow through and make sure issues are resolved

•Ability to quickly learn new skills and technologies

•Ability to troubleshoot issues from the bottom up

•Ability to stay on task and multitask with minimal supervision

•Has or is currently working towards a Microsoft Certification preferred

EDUCATION and/or EXPERIENCE: Bachelor's degree from four-year College or university preferred and/or at least 1-2 years experience in the field. Must complete A+ certification within 3 months of employment.

Inbound Customer Service

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1

Take inbound or make outbound calls to customers with the objective of discussing non-sales related issues.

2

Handle all issues with diplomacy, tact, and respect.

3

Provide quality service to clients through thorough knowledge of products and services.

4

Communicate with current and prospective customers using a variety of computer and

Information, Competitive Landscape Operating Requirements, Do Not Call legislation, and

company policy regarding slamming, cramming and falsification of sales.

SUPERVISORY RESPONSIBILITIES: None

Knowledge of: Basic Computer operations including keyboarding, proper grammar and syntax, company policies and procedures as outlined in the Employee handbook.

Ability to: Follow directions, communicate information to customers, enter information into computer program, close a sale, and learn new products and services.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or other Government issued photo ID.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk and hear. The employee frequently is required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Online Chat Representative

Job Title

:

Online Chat Representative

Department

:

Operations

Reports To

:

Sales Coach

Job Type

:

Full-Time

Location

:

Nacogdoches

Summary :

We’re hiring online chat representatives for our contact center operations in Nacogdoches, Texas. When customers visit our clients’ websites and need help, our representatives engage via chat, make connections, answer questions, solve problems, and get people happily on their way. Are you ready to be successful, advance your career, make friends, and make a difference? Join us and fuel your passion for work and life.

As an Etech Online Chat Representative, you will:

Help customers using chat technology

Help customers with a consultative approach and engage in solving their concerns. Customers chat with us to get the proper resolution to the concerns they have, related to the services and products of our clients. We’re here to help.

Listen, understand, and take quick action. Like all of us, customers just want someone to listen and help get their problems solved. You’ll do both!

Stick to your schedule, show up for work on time, and get involved with our company’s culture and activities. The more you invest in your career here, the more we can give back to you.

When you join Etech, we will:

Start you off with an hourly pay, well above the minimum wage

Give you ways to earn more every single month through commissions, bonuses, and incentives

Instantly make you part of our growing family of diverse people focused on making excellent customer experiences

Show you a clear career path and provide the tools you need to earn more responsibilities and promotions

Make work comfortable and fun with jeans and t-shirt dress code along with plenty of fun events and activities

Tenure Raises

Weekend and overnight differential pay

Health, dental, vision insurance

Tuition and childcare reimbursement

401K Plans

Requirements

Bring it. You’re qualified if you:

Are at least 18 years old

Typing speed 50 wpm

Have a high school diploma or equivalent required

Have excellent verbal, written, listening skills and know your way around a keyboard

Love to help people

Are ready to be part of a team and contribute to Etech’s success

Are a good multi-tasker. Our web chat representatives usually are interacting with 2-3 customers at a time

Are a go-getter with excellent research and customer service problem-solving skills

Excellent with Word, Excel, and Window

Can pass a criminal background check and a drug screen

Salary

Paid training at $11/hr

Shift pays $11.50/hr, $12.50 on weekends or overnight, and $13.50 for weekend and overnight

Online Chat Representative

Job Title

:

Online Chat Representative

Department

:

Operations

Reports To

:

Sales Coach

Job Type

:

Full-Time

Location

:

Rusk

Summary :

We’re hiring online chat representatives for our contact center operations in Rusk, Texas. When customers visit our clients’ websites and need help, our representatives engage via chat, make connections, answer questions, solve problems, and get people happily on their way. Are you ready to be successful, advance your career, make friends, and make a difference? Join us and fuel your passion for work and life.

As an Etech Online Chat Representative, you will:

Help customers using chat technology

Help customers with a consultative approach and engage in solving their concerns. Customers chat with us to get the proper resolution to the concerns they have, related to the services and products of our clients. We’re here to help.

Listen, understand, and take quick action. Like all of us, customers just want someone to listen and help get their problems solved. You’ll do both!

Stick to your schedule, show up for work on time, and get involved with our company’s culture and activities. The more you invest in your career here, the more we can give back to you.

When you join Etech, we will:

Start you off with an hourly pay, well above the minimum wage

Give you ways to earn more every single month through commissions, bonuses, and incentives

Instantly make you part of our growing family of diverse people focused on making excellent customer experiences

Show you a clear career path and provide the tools you need to earn more responsibilities and promotions

Customer Service Agent

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1

Take inbound or make outbound calls to customers with the objective of discussing non-sales related issues.

2

Handle all issues with diplomacy, tact, and respect.

3

Provide quality service to clients through thorough knowledge of products and services.

4

Communicate with current and prospective customers using a variety of computer and

Information, Competitive Landscape Operating Requirements, Do Not Call legislation, and

company policy regarding slamming, cramming and falsification of sales.

SUPERVISORY RESPONSIBILITIES: None

Knowledge of: Basic Computer operations including keyboarding, proper grammar and syntax, company policies and procedures as outlined in the Employee handbook.

Ability to: Follow directions, communicate information to customers, enter information into computer program, close a sale, and learn new products and services.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid drivers’ license or other Government issued photo ID.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk and hear. The employee frequently is required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee regularly works in inside environmental conditions. The noise level in the work environment is usually moderate.

Online Chat Representative

Job Title

:

Online Chat Representative

Department

:

Operations

Reports To

:

Sales Coach

Job Type

:

Full-Time

Location

:

Dallas

Summary :

We’re hiring online chat representatives for our contact center operations in Dallas, Texas. When customers visit our clients’ websites and need help, our representatives engage via chat, make connections, answer questions, solve problems, and get people happily on their way. Are you ready to be successful, advance your career, make friends, and make a difference? Join us and fuel your passion for work and life.

As an Etech Online Chat Representative, you will:

Help customers using chat technology

Help customers with a consultative approach and engage in solving their concerns. Customers chat with us to get the proper resolution to the concerns they have, related to the services and products of our clients. We’re here to help.

Listen, understand, and take quick action. Like all of us, customers just want someone to listen and help get their problems solved. You’ll do both!

Stick to your schedule, show up for work on time, and get involved with our company’s culture and activities. The more you invest in your career here, the more we can give back to you.

When you join Etech, we will:

Start you off with an hourly pay, well above the minimum wage

Give you ways to earn more every single month through commissions, bonuses, and incentives

Instantly make you part of our growing family of diverse people focused on making excellent customer experiences

Show you a clear career path and provide the tools you need to earn more responsibilities and promotions